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"My lovely Christmas break with the NHS"

About: Belfast City Hospital / Respiratory medicine Northern Ireland Ambulance Service / Emergency ambulance response Royal Victoria Hospital / Accident & Emergency The Ulster Hospital / Radiology

(as a service user),

Just after Christmas 2023 I woke because I couldn't breathe. After talking to me for a minute or two my partner worked through his first aid. When I let out my first breath, blood gargled from my lungs. He is my hero, as I don't think I would be here if it wasn't for his quick actions.

His 999 call handler McConnell provided great support talking Sam through next steps handling the situation while sending an ambulance to us. The ambulance crew arrived in under 10 minutes.

The crew quickly calmed us and efficiently hooked me up with oxygen, BP etc. They both communicated clearly and made me feel reassured as they transported me to RVH. On arrival they did a clear hand over and spoke to my partner in the waiting room before leaving.

Despite being really busy, the ambulance bay staff provided 100% great service. I had oxygen, intravenous antibiotics, x-ray, CT Scan very soon after arrival. The doctor checked on my progress and updated me of results and next steps regularly and the nurses provided full attention.

As more emergencies arrived and my condition settled I was moved into the next room with 6 or 8 beds. Staff worked calmly with all the very ill people while handling the drunk and disorderly in an assertive and yet empathetic way. The guy in charge kept everything running smoothly while people in beds were brought in and moved on endlessly.

Next I was moved to a large space with beds tightly packed to the extent we had to be wheeled forward to have blood pressure checked, then pushed back in. I had 3 lovely people in my adjoining beds. An elderly lady, an elderly man and a young guy were cosied up beside me.

Next the lovely porter and a very nice nurse brought me to AMAU Ambulatory care. I was wheeled into a bay with no windows. It was a little space away from the world where I spent the next 5 days. Everyone I met in AMAU were delightful, and really supportive.

The male nurse was a joy.  Despite the long hours he appeared to be working, he was really well organised and great at keeping my morale up.  Dr Doherty took great care of me. She listened to me and explained all the next steps.

The nurses and auxiliaries were really hard working and very pleasant. Breakfast in bed everyday was a treat! My super family and friends called in throughout this Christmas break with gifts, films, magazines. I was totally spoiled!

Since being allowed home Dr Doherty has followed up with an appointment and more tests arranged. Staff ringing and writing from the appointments team are great. 

I had a bronchoscope in January in the City Hospital and the staff there took good care of me. Results were back to the doctor very quickly. I had a mammogram in the Ulster Hospital and once again the staff treated me well. 

Great work NHS staff and very lovely people. I hope you have a healthy and happy 2024.

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Responses

Response from Conor Campbell, Senior Manager, Assurance and Improvement, South Eastern Health & Social Care Trust 16 months ago
Conor Campbell
Senior Manager, Assurance and Improvement,
South Eastern Health & Social Care Trust

Assurance and improvement

Submitted on 26/01/2024 at 16:33
Published on Care Opinion at 16:33


picture of Conor Campbell

Dear MGibs,

My name is Conor Campbell. My position is Senior Manager, Assurance and Improvement with a leading role in improving the service user experience - which includes responding to any person who tells their story through Care Opinion in order to help the organisation learn and improve.

Thank you for sharing the story of your healthcare experience.

It is really heartening to learn of how well you were looked after by our NHS partners across the NI Ambulance Service and Belfast HSC Trust and South Eastern HSC Trust – especially in the face of the challenges of very busy services, space at a premium and staff putting in the hours to support our services effectively.

Along with high-quality clinical care, it is so important to be treated warmly and with compassion throughout our healthcare journeys and I am glad to know that your experience has epitomised these priorities and values across our healthcare family.

In the same vein as how you tell of staff keeping your morale up, the sharing of your story to our teams will support staff morale.

Thank you so much for providing this opportunity to recognise and motivate our staff.

I hope that you keep well going forward and back in the arms of your family who appear to be no slouches at looking after your wants and needs.

Best wishes

Conor

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Response from Neil Gillan, Co-Production & Partnership Lead, Quality, Safety & Improvement, Northern Ireland Ambulance Service 16 months ago
Neil Gillan
Co-Production & Partnership Lead, Quality, Safety & Improvement,
Northern Ireland Ambulance Service
Submitted on 29/01/2024 at 11:58
Published on Care Opinion at 11:58


picture of Neil Gillan

Good afternoon MGibs

I would like to begin by thanking you for taking the time to share your experience of the Northern Ireland Ambulance Service. It was heartening to learn of the support provided by the call handler and crew. Feedback such as this lifts the morale of all staff, in what is a particularly challenging period. I trust that you are recuperating well.

Best wishes

Neil

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Response from Linsey Sheerin, Divisional Nurse, Urgent and Emergency Care, Emergency Care, Belfast Health and Social Care Trust 16 months ago
Linsey Sheerin
Divisional Nurse, Urgent and Emergency Care, Emergency Care,
Belfast Health and Social Care Trust
Submitted on 29/01/2024 at 12:24
Published on Care Opinion at 12:24


Dear MGibs,

My name is Linsey Sheerin, I am the Divisional Nurse for the Adult Emergency Departments at Belfast Trust. Thank you for taking the time to share your experience on Care Opinion. Despite the current pressures within Health and Social Care, it is heartening to read when patients have such a positive experience while being in our care. I will ensure your kind words are shared with staff, please do not underestimate the impact your kind words will have on them.

I sincerely hope you are currently well

Linsey

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